Service Desk Architect

As a Senior Information Technology Service Management (ITSM) Tooling Architect
, you will play a crucial role in ensuring delivery excellence in support of Digital Transformation priorities. Working within an Agile framework and reporting to the Solution Owner, you will produce design documentation for a wide variety of ITSM tooling solutions varying in size and complexity.

You will lead committed delivery teams to produce credible, high-quality solutions. This role requires an innovative individual who understands the technical design and deployment of IT systems in highly secure environments, ensuring designs remain practical, cost-effective, and robust.

• Design & Architecture: Produce comprehensive design documentation and plans for large-scale ITSM tooling solutions across cloud, on-premises, and hybrid environments.
• Agile
  
  Collaboration:
  
  Work as part of a dedicated Agile team to find faster, more effective technical solutions.
• Security & Standards: Demonstrate the highest standards of data security, ensuring all designs meet the rigorous requirements of secure environment deployment.
• Leadership: Lead and mentor ITSM tooling delivery teams, fostering a culture of teamwork and innovation.
• Stakeholder Management: Provide customers with the confidence that their requirements are understood and can be delivered effectively.

Extensive experience in the design, installation, configuration, and customization of ITSM/ITIL/Service Desk technologies, ideally including one or more of the following:

• Service Now / BMC Helix / BMC Remedy
• CA Service Desk Manager
• Freshworks / Manage Engine

• Deep understanding of ITSM/ITOM/ITIL/eTOM processes (ITIL v4 certification highly preferred).
• Proven track record in designing highly secure, highly resilient solutions.
• Experience working within secure/defence-standard environments.

• Core Infrastructure: Working knowledge of Windows Server, Active Directory, Group Policies, SQL Server Clustering, and PKI Infrastructure (certificate management).
• Scripting & Data: Proficiency in scripting and data manipulation, including:
• SQL Scripting & Power BI / SSRS
• REST Web Services & C#
• Pension: Double matching contributions up to 10%.
• Incentives: Company-wide incentive plans and Life Assurance.
• Flexibility: "Your Choices" flexible benefits (dental, travel, increased holiday, etc.).
• Wellbeing: Employee assistance programme, virtual GP, and private medical insurance (role dependent).
• Allowances: Car allowance or company car (role dependent).